Frequently Asked Questions

About Castlight

Castlight is your personalized healthcare assistant. It’s provided for free by your employer and is completely confidential. Castlight is designed for you to get more out of your health plan and benefits so you can experience your healthcare in a whole new way.

Unlike other online services, Castlight is 100% personalized for you, based on your unique health plan and benefits. With Castlight, you’ll see a clear picture of your health information so you can feel great about your health decisions. We'll help you get more out of your health plan and benefits so you can experience healthcare in a whole new way.

Privacy and security

Your employer has partnered with us to keep your healthcare information private and secure. Your personal activities in the app aren’t shared with your employer. We’ve partnered with VeriSign to ensure adherence to some of the industry’s strictest security standards. We also keep your data safe in accordance with federal HIPAA guidelines. For more information, please read our privacy policy.

We take your privacy seriously, and we want to protect your account so only you and family members on your plan can access it. In order to personalize your account, we first need to confirm that your personal information matches the information we’ve received from your medical plan. Therefore, for security reasons, if your information doesn’t "match," you won’t be able to access your account.

When you register, you can provide email addresses for your spouse and/or adult dependents; they’ll then be emailed registration instructions. Alternatively, they can register at my.castlighthealth.com.

Yes. Each user must have a separate email address. Your email address serves as your username when logging in and must be unique within the system. Your own email address also allows you to receive personalized alerts and updates.

Often this means your information isn’t up to date in your Human Resources system. Did you move recently? You may be entering your current zip code, but your company or HR team may still have your old address on file. Contact your HR department to update the information in your medical plan and benefits. Also, be sure to double check that you’re entering your personal information correctly.

First, you need to make sure you’re on a plan that is eligible. We don’t support all plans. If your plan is eligible, your plan and benefits may not activate until January 1 of the coming year. Once your plan and benefits activate, you’ll be able to register. Keep in mind that the app is not available to dependents under the age of 18.

We encourage you to submit your personal information as soon as you become eligible. You’ll be able to access your account when your plan and benefits are active. You’ll receive an email from us when your account is ready.

Depending on the features you have access to, we’ll alert you via email whenever we update your claims history, and we’ll occasionally send you personalized health recommendations and product updates. We also use email to communicate with you when you make changes to your account (e.g., to confirm a password change). If you feel like you’re hearing from us too often, you can easily change your email preferences on your account page.

If you need to reset your password, click the “Forgot Password?” or reset password link. You’ll receive instructions to reset your password in your email inbox. If you have not received the password reset email, please check your spam and junk folders. You may need to add email@secure.castlighthealth.com to your contacts to receive the email.The new password will require at least eight characters and one number or special symbol (e.g., !, @, #, $, %). You cannot use part of your email address or username.

Using the App

Castlight’s mobile app works on most devices. It’s available for iOS 10.0+ and Android 5+. Download the app for free from the Apple App Store or Google Play. For other devices, you can access Castlight through your phone’s web browser. Start using the mobile app today by visiting us.castlighthealth.com/mobile.

We’re compatible with all major browsers, including Chrome, Firefox, Safari, Internet Explorer 11, and Microsoft Edge, and recommend always using the latest version of your browser.

Please note that Internet Explorer versions 10 or earlier may experience issues loading the app. Also, using a private or incognito window within your browser isn’t recommended and may cause an error when activating or signing in to your account.

If your employer has given you access to search for providers, you can complete a search by using the search bar at the top of the page. This will display a list of in-network providers in your zip code area. Select a provider name to learn more about that doctor or facility.

Depending on the features you have access to, we may display information about your insurance plan such as how much you’ve paid in out-of-pocket expenses toward your deductible amount. In general, we update your deductible and out-of-pocket status each time you log in.

Depending on the features your employer has given you access to, you may be able to view your claims, provider directories, and pricing information. The frequency of the updates varies depending on information type and the source. Claims, provider directory, and pricing data is refreshed anywhere from daily to monthly. Please note that your deductible status is typically updated more frequently than claims information.

If your employer has given you access to view your claims, note that we typically receive and post claims as soon as they’re made available by your insurance carrier. Medical claims are processed anywhere from daily to 6-8 weeks after care and pharmacy claims should appear within 2-4 weeks.

You’ll only see prices if your employer has given you access to search for providers and procedures. We generate price estimates using more than 60 different sources of data, including claims from our users. Sometimes, however, we still may not have enough information to provide a single estimate. That’s when we may provide a price range instead. While our team conducts regular quality checks to make sure our estimates are accurate, we encourage you to call providers for the most up-to-date information.

Check first to see if your employer has given you access to search for providers and procedures.

If you do, some prices may still be unavailable because in some locations, local health plans haven’t approved the display of price estimates we generate. In these locations, we can't show prices for specific medical services, but we can show a range of prices in your area.

If you’re in a location where we can show specific prices, there still may be cases where a price isn’t available. Many of the prices in the app are based on the healthcare bills your employer pays for you and your co-workers. As more claims are paid, more prices will become available for everyone. We’re working with business groups, clinics, healthcare groups, and federal and state governments to improve the availability and transparency of pricing in healthcare.

Have more questions? We’re happy to help!

Get 1-1 support from a Castlight Guide, weekdays 8:00a.m. to 9:00p.m. ET.